Section 5 in The Telecom Consumers Protection and Redressal of Grievances Regulations, 2007
5. Time limit for redressal of grievance of consumers by Call Centres. - (1) Every service provider, falling in clause (a) or clause (b) of sub-regulation (3) of regulation 1, shall, without prejudice to the time limits or periods specified in the Regulation on Quality of Service of Basic and Cellular Mobile Telephone Services, 2005 (11 of 2005), dated the 1st July, 2005 and the Quality of Service of Broadband Service Regulations, 2006 (11 of 2006), dated the 6th October, 2006, address the request or redress the grievances of its consumers, within the time limits or periods, and, in respect of matters or parameters, specified in the Schedule.
(2)In a case-(a)where no parameter or time limit, relating to fault or disruption of service or disconnection of service, has been specified in the Schedule, all complaints relating to such fault or disruption of service or disconnection of service shall be redressed within three days from the date of registration of complaint;(b)where no parameter or time limit has been specified in these regulations or any other regulations made under the Act for redressal of any grievance, all such complaints shall be redressed within seven days from the date of registration of complaint;(c)where lesser time limit has been specified by any other law for the time being in force or other regulations made under the Act or by the licensor or by the service provider for redressal of grievance, the Call Centres shall redress the grievances of the consumer within such specified time.
